Chris is the CMO of FlexMR, a hybrid research agency & tech firm that empowers brands with agile insight. He also hosts the MRX Lab podcast. Recently, I was afforded the opportunity to co-host a ...

The problem with "ready, aim, fire" is the "aim" part. In the world of customer experience (CX), collecting customer data is like being "ready." Collected data is the starting point for any CX program ...

When I talk about a product-centric approach, I mean when companies develop products and services with the idea that a good hunter is more likely than average to get a lucky hit. They also believe ...

Customer centricity is vital to business survival in today’s marketing landscape but what does the term really mean and can a brand ever truly lay claim to it? Melanie May investigates Giving ...

In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

The experience data metrics we collect throughout an ecosystem can be invaluable for decision-makers who devise and execute strategies in competitive marketplaces. However, many organizations face a ...

Customer experience has become a key focus for companies in every industry. Business leaders understand that there’s long-term value in being customer-obsessed—and significant risk in failing to be.

There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...